Reservation & Guest Services Specialist

Reservation Agent – Shangri-La Jeddah Job Summary

The Reservation Agent is responsible for providing the highest level of service to promote customer satisfaction while optimizing booking opportunities. To undertake other duties and responsibilities as required by Management. As well as handling telephone sales and taking reservations for all Food and Beverage outlets.

• "master" the room product in terms of layout, physical attribute, benefits, amenities, etc. To effectively differentiate room types to match the right product with specific guest needs.
• Be fully conversant with the hotel’s rate structure particularly on public rate offers. Highlight the ‘unique perceived value(s)’ of an offer during the selling process.
• Be well-versed with the facilities and services offered by the hotel and take every opportunity to promote these to bookers.
• Keep well-informed of changes or new developments in the hotel product.
• Reflect the Shangri‑La philosophy by providing a high quality of service to our customers by adopting a positive attitude and keeping the team spirit at highest level.
• Handle incoming reservation requests / correspondence, confirming or regretting based on ARI (Availability, Rates & Inventory) strategy in place. Always provide prompt turn-around response.

• At least 1 year working experience in a hotel
• Ability to work long hours and in different shifts.
• Communicates and writes with fluency in English (as well as the Arabic language)
• Computer Knowledge in Microsoft programs, such as Excel and Word.
• Attention to details.
• A passion for delivering great customer service.
• A professional telephone manner and excellent communication skills.
• Administration and organizational skills.
• Intermediate computer proficiency.
• Collegiate-level degree.
• Flexibility in covering the shifts.
• Very good communication skills (Arabic and English).
• Previous experience in a Reservations environment is a plus.
• Team player
• Work with other departments to ensure that all customer needs are met.

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.